Refund, Cancellation & Data Privacy Policy

Preamble

This Refund, Cancellation and Data Privacy Policy ("Policy") is published by Dr. Omics Research & Education Pvt. Ltd. ("Company", "We", "Us", or "Our"), the owner and operator of the online education platform accessible at www.dromicsedu.com ("Platform"). This Policy governs the rights and obligations of learners, corporate clients, and any other users (collectively "You" or "User") who enroll in, access, or purchase courses and training programs offered on the Platform.

This Policy is drafted in compliance with:

• The Digital Personal Data Protection Act, 2023 ("DPDP Act") and rules made thereunder;
• The Information Technology Act, 2000, as amended;
• The Consumer Protection Act, 2019;
• The Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011; and
• Other applicable laws and regulations of India.

By accessing the Platform, completing an enrollment, or making any payment, You confirm that You have read, understood, and agreed to be bound by this Policy. If You do not agree to any provision of this Policy, You must refrain from using the Platform.

1. Definitions

Unless the context otherwise requires, the following terms shall have the meanings assigned below:

2. Refund and Cancellation Policy

2.1 General Principle

The Company endeavours to deliver high-quality educational content and a seamless learning experience. Given the nature of digital goods and the significant infrastructure investment made upon enrollment, refunds are governed by strict conditions as set out herein. Users are strongly advised to review all Course details, syllabi, demo materials, and FAQs before enrolling.

2.2 Eligibility for Cancellation

A User may request cancellation of enrollment only if ALL of the following conditions are satisfied:

• The cancellation request is submitted in writing within seven (7) calendar days from the Enrollment Date ("Refund Window");
• The User has accessed not more than twenty percent (20%) of the Course content at the time of the request;
• The request is submitted via the prescribed written process detailed in Section 4 of this Policy;
• The User has not received, downloaded, or utilized any Course materials, assignments, or assessment tools in a manner that would allow substantive retention of course content;
• No Certificate has been issued or generated in favour of the User.

2.3 Course Inaccessibility — Exception to Refund Window

Notwithstanding the limitations of the Refund Window, the User may be eligible for a full refund if all of the following conditions are met:

• The User is unable to access the Course due to a verifiable technical failure attributable solely to the Platform;
• The User has reported the issue to support@dromicslabs.com within forty-eight (48) hours of the problem being encountered;
• The Company's technical support team has been unable to resolve the issue within a reasonable period of ten (10) business days from the date of the initial complaint;
• The inaccessibility is not caused by the User's own device, browser, internet connection, or third-party software.

2.4 Refund Amount & Deductions

Where a valid refund is approved, the following deductions shall apply:

2.5 Refund Timeline

Approved refunds shall be credited as follows:

• The Company shall process eligible refunds within thirty (30) calendar days of approval;
• Refunds shall be credited to the original payment instrument used at the time of enrollment (e.g., bank account, credit/debit card, UPI, wallet);
• Bank processing times may result in an additional delay of five (5) to seven (7) business days after the Company's processing date;
• The Company shall not be liable for delays caused by banking institutions, payment gateways, or other third-party intermediaries;
• The User will receive an email confirmation once the refund has been initiated.

2.6 Non-Refundable Circumstances

Refunds shall NOT be issued under the following circumstances:

• The request is submitted after the expiry of the seven (7) day Refund Window;
• The User has completed the Course or any module equivalent to completion;
• A Certificate of Completion has been issued;
• The Course was purchased as part of a promotional offer, bundle discount, or scholarship scheme, unless the specific terms of that offer expressly provide for a refund;
• The Course was purchased via a third-party platform, reseller, or institutional purchase agreement (the respective platform's policy governs);
• The User's dissatisfaction is based on subjective preferences regarding teaching style, difficulty, or content depth where the Course was accurately described on the Platform;
• The User's inability to access the Platform is due to their own equipment, connectivity, or software limitations;
• The Course enrollment was made using a gifted coupon, complimentary access code, or reward credit;
• The Company is unable to process a refund due to Force Majeure events.

3. Course Switch Policy

3.1 Eligibility for Course Switch

As an alternative to refund, Users who are dissatisfied with their enrolled Course may request a one-time switch to another Course on the Platform, subject to the conditions outlined herein.

3.2 Conditions for Course Switch

• The switch request must be made within fourteen (14) calendar days from the Enrollment Date;
• The User must not have completed more than thirty percent (30%) of the original Course content;
• The alternative course selected must be available and active on the Platform at the time of the switch request;
• The alternative course must be of equal or lesser monetary value than the original Course. If the alternative course carries a higher value, the User shall be required to pay the difference in Fee before the switch is processed;
• Each User is entitled to only one (1) Course switch per enrollment. Subsequent dissatisfaction shall not give rise to further switch or refund entitlement;
• No refund shall be issued for the difference in value where the alternative course is of lesser value than the original.

3.3 Switch Request Process

To initiate a Course switch:

• Email support@dromicslabs.com with the subject line: "Course Switch Request — [Your Order Number]";
• Include in your email: Full name, registered email address, Order Number, name of the current Course, and the name of the Course you wish to switch to;
• The Company will review and respond within five (5) business days;
• Upon approval and, where applicable, receipt of any differential payment, the switch will be activated within two (2) business days.

4. Refund Request Process

4.1 Mode of Request

All refund requests must be submitted exclusively in writing via mail. Verbal requests, telephonic requests, or requests made through social media channels shall not be accepted or processed.

4.2 Procedure

• Send a written refund request via email to support@dromicslabs.com with the subject line: "Refund Request — [Your Order Number]";
• The email must include the following mandatory information:
  • Full legal name of the User;
  • Registered email address on the Platform;
  • Order Number / Transaction ID;
  • Course name and Enrollment Date;
  • Detailed reason for refund request;
  • Supporting evidence, if applicable (e.g., screenshots of inaccessibility, error messages);
• The Company's support team will acknowledge your request within two (2) business days;
• The Company will conduct an evaluation of the request and eligibility within ten (10) business days;
• The User will be notified of the decision via the registered email address;
• If approved, the refund will be processed within thirty (30) calendar days of the approval notice.

4.3 Incomplete or False Requests

The Company reserves the right to reject refund requests that are incomplete, contain false or misleading information, or cannot be verified. Submission of fraudulent refund claims may result in permanent suspension of the User's account and legal action.

5. Data Privacy Policy — Compliance with DPDP Act, 2023

5.1 Identity of Data Fiduciary

In accordance with the Digital Personal Data Protection Act, 2023 ("DPDP Act"), Dr. Omics Research & Education Pvt. Ltd. is the Data Fiduciary responsible for determining the purpose and means of processing your Personal Data in connection with the Platform. Our designated point of contact for data-related queries is support@dromicslabs.com.

5.2 Personal Data Collected

We collect the following categories of Personal Data when You interact with the Platform:

5.3 Basis and Purpose of Processing

Pursuant to Section 4 of the DPDP Act, We process Personal Data on the following lawful bases:

• Consent: Freely given, specific, informed, and unambiguous consent obtained from the User at the time of registration and enrollment;
• Contractual Necessity: Processing necessary to fulfill the enrollment contract and deliver Course access;
• Legal Obligation: Processing required to comply with applicable laws, court orders, or regulatory requirements;
• Legitimate Interest: Processing required for the Company's operational purposes, fraud prevention, security, and improvement of educational services, where such interest is not overridden by the User's fundamental rights.

The purposes for which Personal Data is processed include:

• Creation and management of User accounts;
• Processing enrollments and payments;
• Delivering Course content, assessments, and Certificates;
• Providing customer support and resolving grievances;
• Sending transactional communications (enrollment confirmations, refund notices, policy updates);
• Sending promotional communications (with separate, withdrawable consent);
• Improving Platform features, user experience, and course quality;
• Fraud prevention, security monitoring, and abuse detection;
• Compliance with legal, regulatory, and audit requirements;
• Analytics and research to improve our educational offerings.

5.4 Rights of Data Principals (Users)

Under the DPDP Act, 2023, You, as a Data Principal, are entitled to the following rights with respect to your Personal Data:

To exercise any of the above rights, please contact us at support@dromicslabs.com with the subject line "Data Principal Rights Request — [Your Name]" and provide verification of your identity. We will respond within thirty (30) days of receipt of a verifiable request.

5.5 Consent Framework

In accordance with Section 6 of the DPDP Act:

• Consent shall be obtained prior to the collection or processing of Personal Data;
• Consent requests shall be in plain language and shall specify the purpose of processing;
• Users shall have the option to provide or withhold consent for specific, discretionary processing activities (such as marketing communications);
• Withdrawal of consent shall be as easy as providing consent;
• Records of consent shall be maintained by the Company;
• No processing that relies on consent shall continue after consent is withdrawn.

5.6 Data Retention

Personal Data shall be retained only for as long as necessary to fulfill the purposes for which it was collected, or as required by applicable law:

• Account and enrollment data: For the duration of the active account plus five (5) years following account closure, for legal and audit purposes;
• Financial transaction records: As required under the Income Tax Act, 1961 and relevant GST regulations (typically seven (7) years);
• Certificate records: Indefinitely, to enable verification by Users and third parties;
• Marketing consent records: Until consent is withdrawn plus one (1) year;
• Support and grievance records: Three (3) years from resolution.

Upon expiry of the applicable retention period, Personal Data shall be securely deleted or anonymized in a manner that prevents re-identification.

5.7 Data Sharing and Third-Party Disclosure

We do not sell, rent, or trade Personal Data to third parties for commercial purposes. Personal Data may be shared only in the following circumstances:

• Service Providers: With trusted third-party vendors (payment processors, cloud hosting, email delivery, analytics) bound by data processing agreements ensuring equivalent data protection standards;
• Legal Compliance: Where required by applicable law, court order, government authority, or regulatory body;
• Business Transfers: In the event of a merger, acquisition, or sale of Company assets, Users shall be notified prior to any transfer of Personal Data;
• Consent-Based Sharing: With the User's explicit written consent for specific purposes.

The Company shall, at all times, remain responsible for ensuring that any third-party to whom Personal Data is transferred provides an equivalent level of protection.

5.8 Cross-Border Data Transfers

Certain service providers and technical infrastructure utilized by the Company may be located outside India. Any transfer of Personal Data to jurisdictions outside India shall be carried out only in accordance with the provisions of the DPDP Act, applicable rules, and directives issued by the Central Government relating to cross-border data transfers.

5.9 Data Security

The Company shall implement appropriate technical and organizational security measures to protect Personal Data from unauthorized access, disclosure, alteration, or destruction. These measures include:

• Encryption of data in transit using TLS/SSL protocols;
• Encryption of sensitive data at rest;
• Role-based access controls for internal staff;
• Regular security audits and vulnerability assessments;
• Two-factor authentication for platform administrator access;
• Incident response and breach notification procedures.

5.10 Children's Data

The Platform does not knowingly collect Personal Data from individuals below the age of eighteen (18) years without verifiable parental or guardian consent, in accordance with Section 9 of the DPDP Act. Where a Course is designed for minors (e.g., school-level programs), consent shall be obtained from the parent or legal guardian, and the following additional protections shall apply:

• No behavioral monitoring or tracking advertising shall be conducted in respect of a minor User;
• Personal Data of minor Users shall not be used for any commercial profiling;
• The Company shall take reasonable steps to verify parental consent before processing data of minors.

5.11 Grievance Officer

In accordance with the DPDP Act and the IT Act, the Company has designated a Grievance Officer for resolution of data privacy related complaints:

6. Additional Exceptions and Exclusions

6.1 Promotional and Discounted Purchases

Courses purchased under promotional pricing, limited-time offers, scholarship programs, institutional agreements, or bundle packages are explicitly excluded from the standard refund provisions unless the specific offer terms expressly provide otherwise in writing. The Company shall not be obligated to disclose its internal pricing structures or promotional criteria.

6.2 Third-Party Platform Purchases

Where a User purchases a Course through an authorized third-party platform, reseller, or distribution partner, the refund and cancellation policy of that platform shall govern. The Company accepts no liability for third-party refund decisions and shall not process refunds for such purchases directly.

6.3 Corporate and Bulk Enrollments

Refund, cancellation, and data handling for corporate clients, institutional buyers, or bulk enrollments shall be governed by the specific terms of the Master Services Agreement or Purchase Order executed between the Company and the corporate client. In the absence of such agreement, this Policy shall apply.

6.4 Force Majeure

The Company shall not be liable for any failure, delay, or non-performance of its obligations under this Policy arising out of or attributable to Force Majeure events. In such cases, the Company shall use commercially reasonable efforts to notify affected Users and provide alternative access or scheduling where practicable.

7. Company's Rights and Protections

7.1 Right to Modify Policy

The Company reserves the right to update, amend, or modify this Policy at any time without prior notice. Any such modification shall be effective immediately upon publication on the Platform. Continued use of the Platform following any modification constitutes acceptance of the revised Policy. Users are encouraged to periodically review this Policy.

7.2 Right to Suspend or Terminate Access

The Company reserves the right to suspend or permanently terminate a User's access to the Platform, without refund, in the event of:

• Violation of the Company's Terms of Use or Academic Integrity Policy;
• Fraudulent activity including submission of false refund or switch requests;
• Unauthorized redistribution, reproduction, or commercial exploitation of Course materials;
• Harassment, abusive conduct, or unlawful activity on or in connection with the Platform.

7.3 Intellectual Property Protection

All Course content, including videos, assessments, study materials, software tools, and Certificates, is the exclusive intellectual property of the Company or its licensors. No User shall, without express written authorization:

• Record, reproduce, redistribute, or sublicense Course content;
• Use Course content for any commercial purpose;
• Share login credentials to grant unauthorized access to others.

Violation of intellectual property rights shall result in immediate account termination, forfeiture of any refund entitlement, and may attract civil or criminal liability under applicable law.

7.4 Limitation of Liability

To the maximum extent permitted by applicable law, the Company's aggregate liability to any User for any claim arising out of or related to this Policy shall be limited to the amount of the Fee actually paid by the User for the relevant Course. The Company shall not be liable for indirect, consequential, incidental, special, or punitive damages of any nature.

7.5 Indemnification

The User agrees to indemnify and hold harmless the Company, its directors, officers, employees, and agents from and against any claim, loss, damage, cost, or expense (including reasonable legal fees) arising out of the User's violation of this Policy, applicable law, or third-party rights.

8. Dispute Resolution and Governing Law

8.1 Governing Law

This Policy and any disputes arising therefrom shall be governed by and construed in accordance with the laws of India, without regard to conflict of law principles.

8.2 Internal Dispute Resolution

In the event of any dispute, the User shall first contact the Company's support team at support@dromicslabs.com with full details of the grievance. The Company shall endeavor to resolve the dispute within thirty (30) days of receiving complete information.

8.3 Arbitration

In the event that a dispute cannot be resolved through the internal mechanism, it shall be referred to arbitration in accordance with the Arbitration and Conciliation Act, 1996 (as amended). The seat of arbitration shall be Delhi, India. The arbitration shall be conducted in English by a sole arbitrator mutually appointed by the parties.

8.4 Jurisdiction

Subject to the arbitration clause above, the courts at Delhi, India shall have exclusive jurisdiction over all matters arising out of or relating to this Policy.

9. Contact Information

For all queries, requests, or complaints relating to this Policy, please reach out to us through the following channels:

10. User Acknowledgement

By enrolling in any Course on www.dromicsedu.com and by making any payment on the Platform, You acknowledge and confirm that:

• You have read this Policy in its entirety and have had adequate opportunity to seek clarification;
• You agree to be bound by all terms and conditions set out herein;
• You have provided your free, informed, specific, and unambiguous consent to the collection and processing of your Personal Data as described in this Policy;
• You understand the refund and cancellation conditions and accept that they are fair and reasonable given the nature of digital educational services;
• You are of legal age to enter into a binding agreement, or have obtained parental/guardian consent where required.